Behind the scenes with Live Chat

In addition to the Library’s multiple locations across University campuses, the Library website is one of our most frequented ‘sites’. For many, accessing resources online enables fast, thorough and remote research. 

As demands for the Library’s online services grew, the Live Chat function was added in October 2015. Whilst it may look like just a small, orange button, Live Chat has become one of our most vital services. Each day, a rotation of Library staff are on hand to answer and triage submitted questions. 

Enquiries come from across the University, from undergraduates to researchers, and the international community. If queries can’t be answered immediately or are submitted out of staffed hours, they are responded to within 2 business days, often sooner. 

The Library is continuously working to improve and streamline our services, including Live Chat. For example, from next week, users can login with their UniKey when messaging via Live Chat, which will minimise chat time and streamline the enquiry process. 

So, if you have any Library-related questions, go ahead and click the Live Chat button. Our staff are at the ready to answer!